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Work Background
GenworthSenior Project Manager
Feb. 2025
Capital OneDirector, Project Management, Trade Credit
May. 2022 - Jan. 2025- Spearheaded development of Trade Credit Enterprise launch playbooks, reducing implementation timelines and improving partner onboarding processes, resulting in faster, more transparent contract negotiations
- Standardized operational processes for partner support, creating auditable, lean workflows that enhanced efficiency and partner satisfaction
- Directed the end-to-end implementation of a $700M volume partner, managing cross-functional teams in operations, marketing, and technology for a seamless, high-impact rollout
- Acted as a key negotiator in partner contract discussions, leveraging technical expertise and process insights to secure favorable terms
Capital OneDirector, Project Management, Capital Stress Testing
Dec. 2015 - May. 2022Richmond, Virginia Area- Orchestrated 13+ capital stress test cycles, driving end-to-end process execution, audit preparation, and regulatory compliance for Federal Reserve and OCC mandates
- Introduced a workflow management tool (Workfront), establishing milestone tracking, task ownership, and visibility across 36 sub-processes, streamlining execution and mitigating risk
- Led cross-functional collaboration with 250+ associates to achieve operational consistency, resulting in improved regulatory exam outcomes and reduced execution risk
- Championed process optimization initiatives, enhancing operational agility and ensuring timely, efficient stress test delivery in response to regulatory changes
SNL FinancialSenior Program Manager
Feb. 2015 - Dec. 2015Charlottesville, VA• Led migration of 110 teams and 3000+ employees to new corporate intranet, defining enhancement strategy and managing release process.
• Managed document management process and maintained relationship with vendor for SNL Corporate Intranet.
Capital OneProcess Manager, Card Operations Customer Experience
Mar. 2013 - Jan. 2015Richmond, VA- Conducted customer experience design sessions to identify systemic issues, leading to customer-centric process enhancements that improved Net Promoter Scores (NPS) for Card operations
- Partnered with internal teams to review customer feedback, escalate key issues, and implement experience-improving solutions, driving measurable improvements in customer satisfaction
Capital OneHorizontal Operations Manager, Agent Work at Home
Jan. 2012 - Mar. 2013Richmond, Virginia Area-Launched and scaled a virtual call center operation, establishing process management, training, and engagement frameworks that secured JD Power certification for service excellence
-Directed engagement and recognition initiatives for remote teams, fostering a connected, high-performing culture for the Work at Home organization
-Built and operationalized process management standards, ensuring audit preparedness and alignment with industry best practices, earning Circle of Excellence honors
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